Technical Support Specialist

2 weeks ago

San Jose, California, United States Orionyx Enginnering LTD Full time
Technical Support Representative

At Orionyx Engineering Ltd., we are seeking a highly skilled Technical Support Representative to join our team. As a key member of our support team, you will be responsible for providing exceptional technical assistance to our clients and employees.

Key Responsibilities:
  • Technical Assistance:
    • Respond to inbound support requests via phone, email, and chat in a timely manner.
    • Diagnose technical issues related to engineering software, hardware, and tools, providing step-by-step solutions to users.
    • Document and track support requests in the ticketing system, ensuring all interactions are logged accurately.
  • Customer Interaction:
    • Communicate effectively with clients and team members to understand and resolve technical problems.
    • Provide clear and concise explanations, ensuring that users understand the solutions provided.
    • Follow up with customers to ensure issues are resolved satisfactorily and to gather feedback on support experiences.
  • Collaboration:
    • Work closely with engineering, development, and product management teams to relay customer feedback and issues for continuous improvement.
    • Participate in team meetings to discuss common issues and collaborate on solutions or knowledge sharing.
    • Assist in the development of FAQs, support documentation, and training materials for users.
  • Product Knowledge:
    • Maintain up-to-date knowledge of the company's products, services, and industry trends to provide accurate support.
    • Engage in continuous learning through training sessions, product updates, and self-study to enhance technical expertise.
  • Troubleshooting and Problem-Solving:
    • Analyze complex technical issues and devise effective solutions, utilizing critical thinking and problem-solving skills.
    • Test and replicate issues reported by users to understand the root cause and facilitate resolution.
    • Escalate unresolved issues to higher-level technical support or engineering teams as necessary.
  • Quality Assurance:
    • Ensure adherence to service level agreements (SLAs) and performance metrics by providing prompt and effective support.
    • Participate in quality assurance initiatives, providing feedback on support processes and customer interactions.
  • User Training:
    • Conduct virtual training sessions and webinars to educate users on product features, troubleshooting tips, and best practices.
    • Create and update training materials and user guides to enhance user understanding and efficiency.
  • Reporting:
    • Generate and analyze reports on support metrics, customer feedback, and recurring issues to identify trends and areas for improvement.
    • Assist in preparing reports for management that summarize support activities and highlight potential enhancements.
Qualifications:
  • Education: Bachelor's degree in Engineering, Computer Science, Information Technology, or a related field preferred; relevant experience may be considered.
  • Experience: 2+ years of experience in technical support or customer service, preferably in an engineering or technology-related environment.
  • Technical Skills:
    • Proficiency in troubleshooting hardware and software issues, including operating systems, applications, and networking.
    • Familiarity with engineering tools, software applications, and industry-specific technologies.
    • Experience with ticketing systems and remote support tools (e.g., TeamViewer, Zoom).
  • Interpersonal Skills: Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
  • Problem-Solving Skills: Strong analytical and problem-solving abilities, with a proactive approach to resolving customer issues.
  • Organizational Skills: Effective time management and multitasking skills, with the ability to prioritize tasks in a remote environment.
Working Conditions:
  • Fully remote position with flexible working hours; may require occasional overtime or on-call availability.
  • Ability to work independently while maintaining effective communication with team members and management.

Job Types: Full-time

Pay: From $27.50 - $32.50 per hour

Schedule: Monday to Friday (8 hours daily)

Expected hours: 40 per week

Benefits:

  • 401(k)
  • Dental insurance
  • Vision insurance
  • Health insurance
  • Life insurance
  • Paid time off

Work Location: Remote

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